The Inbound Queue Time report gives operations and BDC managers one view of inbound answer rates, caller wait times, and drop-offs on inbound campaigns — so you can coach staffing and answer speed without piecing together separate call reports.

Teams use the Inbound Queue Time report to see how quickly inbound calls are answered, how long callers wait in queue, and where callers hang up before an agent connects. It combines inbound call volume, handled rates, menu drops, queue drops, voicemails, queue wait duration, Save Place in Line activity, answer speed, and related appointment outcomes in a single interactive dashboard.

The Inbound Queue Time report is an interactive dashboard in Reports. Metrics are tied to inbound campaigns (campaign type inbound), not every phone call that rings into your account. When you change filters, summary tiles, charts, and the performance table refresh together.

To get started with the Inbound Queue Time report, you need:

Follow these steps to get started with the Inbound Queue Time report:

When the Inbound Queue Time report is working for you, you see summary tiles and a performance table that update when you change filters. If you do not see the report card on Reports, confirm your role includes Reports access and ask your Volie account team whether the report is enabled for your account.